Peer-to-Peer Attrition BUSTERS!

Jay Stuck, vice president, Residential Sales --“Guardian Protection Services has seen a decline in builder business in the past 14 months due to the economy, however the market for residential security overall is not declining. People need to protect their lives and property in good times and bad. We find that customer service is our biggest differentiator from the competition. It is in Guardian's DNA. We live and breathe it. Our customers know that our customer service is second to none and that’s reflected by the fact we have one of the lowest attrition rates in the industry.

Life centric solutions are important, but so are security solutions. We also focus on ‘back to the basics’—like two-way voice or additional levels of security, as well as radio and cellular backup as essentials of a secure home. Two-way voice suddenly seems new, although it has been around for a long time. Upwards of 25 percent of customers prefer not to have landlines today and we have solutions for them. Little things, like key fobs and other basics are important.”

Safeguard Security & Communications, Scottsdale, Ariz.,
www.safeguard.us

Straight from Customer Support

John R. Jennings, chief executive officer—“We’ve been serving the Southwest since 1958 and though we’ve grown quite a bit over the past five decades, there’s one thing that hasn’t changed: our uncompromising commitment to customer service. Our customer service team is passionate about what they do. Here’s their ‘verse’ on what wards off attrition:

• Passion for customer’s business (i.e. inquiring on how we can retain customer’s account)
• Month to month contract
• Locally owned and operated
• Customers have access to owner
• 24-hour operation
• Integrity
• Family relationship between co-workers as well as clients
• Ability to change
• Levels of service that fit a wide range of customers and lifestyles
• Over 50 years of knowing the valley and residents needs
• More than security offerings
• Same owner, same policies--customers are No. 1 priority
• No automated phone system
• Customizable patrol services”

Editor’s Note: The above companies, A.C. Daughtry, Complete Security Systems and Safeguard Security & Communications are in the Honeywell Commercial Security Systems Authorized Dealer Program. Guardian Protection is the nation’s largest First Alert Professional/Honeywell Authorized Dealer.